Customer Care Job At The Heineken

Customer Service and Order Management Job Opportunity

A customer service role within a business that manages large volumes of orders requires much more than answering customer questions. It involves making sure orders move accurately through the business, customer concerns are addressed promptly, information is recorded correctly, and different departments remain connected throughout the process.

This opportunity is suited to a professional who can combine customer service with order administration, relationship management, data analysis, and coordination with Sales, Planning, Logistics, and other teams.

Where the Customer Journey Begins

The role starts when a customer places an order. Orders may arrive through different channels, including EDI, B2B, VMI, telephone, or email. The successful candidate will be responsible for receiving and processing these orders accurately and on time.

For orders received through email, the information will need to be entered into the Sage system to generate the appropriate order document. Accuracy at this stage is important because errors during order entry can affect later stages of fulfilment.

The position therefore requires someone who pays close attention to customer information and can process several orders while maintaining accuracy and efficiency.

Checking Orders Before Processing

Receiving an order is only one part of the process. Orders must also be validated before they proceed.

The role involves checking logistics trade-term compliance and working with credit control to establish whether customers meet the requirements for credit sales. The Customer Service professional will liaise with the Credit Controller to confirm customer credit status before applicable orders are processed.

Once the necessary checks have been completed, orders can move forward toward confirmation and delivery creation.

Making Sure Orders Reach Customers

The position involves close cooperation with the Logistics Team, particularly when dealing with out-of-stock situations and periods of increased demand.

The successful candidate will monitor customer orders from processing through dispatch and delivery. The stated expectation is to ensure a 24-hour delivery turnaround for customer orders.

This requires regular tracking and communication. If an order faces a challenge, the customer service team needs to understand what is happening and ensure the matter is followed through.

The role also involves collaborating with the Customer Service Administrator where specific customer order requirements need additional attention.

Turning Customer Service Into Sales Opportunities

Customer service can also create opportunities for business growth. The person in this position will be expected to identify situations where customers may benefit from additional or alternative products.

This includes cross-selling and upselling opportunities involving existing or potential customers. Where an opportunity is identified, it can be forwarded to Sales Representatives or Account Managers.

The employee will also advise customers about stock availability, promotions, discounts, and new products with the aim of influencing orders.

This means the role requires someone who can provide useful information to customers while also recognizing appropriate opportunities to support sales.

Listening to Customers

An important part of the position is the Voice of Customer process.

The successful candidate will create, send, maintain, and manage Voice of Customer survey campaigns. They will also participate in creating and executing the organization's VoC year plan alongside relevant stakeholders.

Customer feedback is valuable because it can reveal what is working and where customers experience difficulties. The role therefore goes beyond collecting responses; it involves using customer feedback as part of the organization's improvement process.

Turning Complaints Into Improvements

The position includes responsibility for driving the inner and outer loop process.

The inner loop should be closed within 48 hours. Beyond responding to individual customer concerns, the employee will periodically analyse customer information to identify repeated issues and structural pain points.

These findings should then be brought to cross-functional teams. The employee will actively participate in planning improvement projects based on customer insights.

This creates a connection between individual customer experiences and broader improvements in the way customer service operates.

Working With Numbers and Performance Information

Data will be an important part of decision-making in this role. The employee will use information and performance data to support efficient operations, improve service quality, and contribute to business objectives.

The position involves analysing indicators such as ZTO, logistics trade-term compliance, customer satisfaction scores, response times, resolution rates, and customer feedback.

The successful candidate will also interpret relevant Customer Service and Logistics dashboards to understand performance.

Rather than relying only on individual customer interactions, the role requires the ability to look at wider patterns in the available information and use those findings to support continuous improvement.

Following Up on Customer Requests

Customer enquiries, requests, and claims must be tracked through the relevant platforms according to established KPIs and PPIs.

The employee will also manage and process RQC in line with internal processes and work instructions.

Orders must be accurately charged to approved customer accounts and forwarded for verification. These responsibilities require careful attention to procedures and accurate handling of customer information.

Following a request through to completion is an important part of maintaining a reliable customer experience.

Maintaining Reliable Customer Records

Record keeping forms another major part of the position. Every relevant customer interaction, including enquiries, complaints, and resolutions, should be documented in the customer service database.

Customer records must remain accurate and up to date. Any changes or information resulting from customer interactions should be properly reflected in the relevant records.

The employee will also generate reports covering customer interactions and issues. These reports can provide information that helps the business understand customer concerns and identify opportunities to improve service.

Working Across Departments

This position does not operate in isolation. Customer service depends on effective cooperation with several functions.

The employee will work with Sales when identifying cross-selling and upselling opportunities, with Credit Control when validating customer credit status, with Logistics when coordinating deliveries and stock situations, and with Planning where order requirements affect preparation.

This cross-functional approach makes communication and coordination essential. The successful candidate should be comfortable sharing information, following up with different teams, and ensuring that customer needs remain visible throughout the order process.

The Overall Role

At its core, this position connects customers with the internal processes required to fulfil their orders and resolve their concerns.

The successful candidate will need to manage orders carefully, communicate with customers professionally, monitor delivery progress, support sales opportunities, gather customer feedback, analyse service data, and maintain accurate records.

It is therefore a role for someone who can balance customer-facing responsibilities with detailed administrative work. The ability to identify problems, follow procedures, work with different departments, and use customer information to support improvements will be important to success in the position.

Application

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